General

Interact with customers to provide and process information in response to inquiries, concerns and requests about products and services. Treat all Marbach information and customer information in a confidential manner.

Tasks

• Familiar with but not directly responsible for aspects of order entry, quoting, and customer ordering.
• Maintain purchase order records and verify price quoted against the amount billed.
• Assist with special projects and other duties assigned by the Operations Manager.
• Interact with customers to provide information in response to inquires about products and services along with handling/resolving customer issues.
• Deal directly with customers either by telephone, electronically or face to face
• Respond promptly to customer inquiries
• Direct requests and unresolved issues to the designated resources
• Manage customers' accounts
• Keep records of customer interactions and transactions
• Record details of inquiries, comments and complaints
• Record details of actions taken.
• Communicate and coordinate with internal departments
• Follow up on customer interactions
• Follow-up on open quotes and specialty projects.
• Use of MI-5 CAD/CAM software to review customer supplied information.
• Develop and maintain good working relationships with Marbach customers.
• Ability to handle varied functions in a quick, accurate manner while being able to cope with constant interruptions.
• Ability to travel to Michigan City, IN for training and planned travel to customer sites.
• Build a confidence-based relationship with accounts in relaying up to date information between accounts and various departments in Marbach
• Manage communication channels to ensure questions, concerns, and proactive information is transferred between accounts and Marbach.
• Customer care mentality – driving priority across departments in the interest of satisfying account requirements.
• Technical resource for accounts regarding technologies, troubleshooting, issue resolution, etc.
• Preferred Skills
• Use of Microsoft Office (Word, Excel, PowerPoint)
• Interpersonal skills
• Communication skills - verbal and written
• Listening skills
• Strong problem analysis and problem-solving skills
• Attention to detail and accuracy
• Strong organizational skills
• Accurate typist with good command of the English language.
• Adaptability